ComplaintsforLiberty Safe and Security Products, Inc.
Safes
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Hello,I would like to get the correct Gun Safe Electrical Outlet. I received the old version. I order everything together with the safe so it was already installed when the dealer delivered it. Im still would like to get the correct one . Order #****** Thank YouInitial Complaint
01/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a safe from liberty safe back in the beginning of September. The safe was around $7,000 and I was haveing my first child and buying my first house at the same time, so I decided to use liberty safes financing program “bread pay”. I ended up putting a down payment of $1,565.31. Liberty safe states there safes are delivered in 8 to 10 weeks. My safe did not show up, The way liberty safe works is when you put a order into the factory they then turn around and send it back to the dealer and the dealer has to send a PO# into liberty safe to have them start building the safe (no one informed me of this and there is no information about this process posted anywhere) the local dealer waited 10 weeks before sending in my order “because he didn’t have enough orders to put a full truck load together” o spoke with Dale coats from liberty safe to voice my concerns and ask to swap dealers and he said no, he also guaranteed me that I would have the safe in my home by the end of the year. (Thought this time I am makeing payments without reviving my safe) finally 20 weeks in I called liberty safe and they gave me an update of it being delivered the 3rd weeks of January, so I ended up canceling my order. Two weeks latter I received an email from bread pay saying my payment was late and I called liberty safe back, they never cancelled my order. They finally cancelled my order on January 8th. I looked at my bread pay on January 12th to see the statues of my refund and noticed that I am being shorted $318.22 of my refund due to interest. I have paid a total of $2151.11 and I am only being refunded $1832.39. I called liberty safe because bread pay said that libert safe should cover this due to me never receiving the safe and liberty safe refuses to do so. I do not feel this is right and they are the reason for this due to their incompetency to completed my order I’m there designated timeline.Initial Complaint
11/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 10/26/23 I purchased a Liberty Safe from Tractor Supply for a reduced price due to a bad key pad unbeknownst to me the inside lock was actually the part which was bad, but before I figured out that was the problem I contacted Liberty Safe to order a touch pad and they obliged me by sending me a new touch pad. I received key pad and lock which surprised me cause I never asked for a lock box just for key pad because that's what I was told was the only problem, once I tried to install new key pad that's when I realized that I had a bad lock box not a bad key pad!! Called Liberty Safe and asked if they would send out a Factory Trained lock smith they told me they would not because the Lifetime Warranty was no longer available do to the price I paid. I never singed or agreed to void Warranty and it was never sold to me with that being part of the transaction. I have all receipts and paperwork to prove my case.Initial Complaint
10/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
After 2 phone calls with customer support and following Liberty's instructions on completing all the necessary documentation to have the back door combination for my safe sent to me and then erased for their system, Liberty simply erased my combination and sent an email to that effect. They never sent me the back door combination that they keep on file. I have sent them follow up emails requesting the code or a new lock but they have not responded.Business response
10/30/2023
Mr. ********,
Our records indicate we have tried to send the requested information a few times. I have resent the information today from my email address hoping it will come through to you. Please let me know if you still don't receive it.
Kindest regards,
Traci T*****
Liberty Safe & Security Products, Inc.
Customer response
10/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** * ********Initial Complaint
09/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
When I spent $900 on my liberty safe last year, I didn't know that "Liberty" Safe gave out a universal pass code the any government agency that wants access to MY PROPERTY. Even without a subpoena! I am not renting this safe. It is in my home. If I knew they would sell me out like this, I would have NEVER bought this "safe." I own a Liberty Centurion 12 safe and demand a full refund.Initial Complaint
08/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
The problem is that I am not getting a status of my order that I made on 6/8/2023: On June 8, 2023 we purchased a Liberty safe and was told that we could expect delivery around August. It is now the end of August so I contacted the safe retailer (Texas Safe & Vault - Todd Landvik), but he said that they only know when the status of the safe when Liberty sends them the shipping manifest as they are loading the safes on the truck. I waited a few more days and then called Liberty customer service (Riley) and they said that they can get status information for me, but not immediately since I did not order it through them. She would need to relay my inquiry to a salesperson and that person will call me or the retailer will. After two days, I did not receive a call so I called Liberty customer service again (Dusty) and they again said that they can get status on the order, but they need to relay this request to the sales group. I mentioned that I already called and did not get a call back. She said that she will call me with a status by the end of the day (Wed 30 Aug). I still did not get a call back regarding the status of my order after requesting this twice from the retailer and twice from Liberty customer service. It has now been two months and twenty-three days since we purchased/ordered the safe. It is not unreasonable to ask for a status on this order, especially since it is now beyond the expected delivery date. I was going to purchase a Fort Knox safe, but decided to get Liberty instead. Now, I'm beginning to regret that decision as they can't seem to even give me a status on my order. Invoice: 339 Invoice Date: June 8, 2023 Order Number: **** Order Date: June 8, 2023 Payment Method: Credit Card Liberty Safe Premium Home 17 Color: Burgundy Marble/Beige Velour SKU:LP17 Weight: 560 lbsInitial Complaint
01/30/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
12/29/22 enclosed receipt and photo of wrong key had forms notarized by state rep office.. my wife spoke to someone today at the BBB she was told they will email us within 24 hours please help this is truly unjust no responses from this company by email or phone, left numerous message and included the photos. Thank you very much ****** *****.Initial Complaint
01/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In late May 2022 I went to Liberty Safe Company's website to order a safe. I noticed the feature where they referred me to the nearest Liberty Safe dealer to me. I went to that Liberty Safe dealer on 6-16-2022 and bought a safe. I put down $766.87 and was told my safe was ordered. After months of excuses I never received a safe. The Liberty Safe dealer that I was sent to per their website has filed bankruptcy and kept my money. Liberty Safe says they have no plans to honor my money down after I was sent to this location per their website. I have emailed them and now they are not responding to me any longer. I feel they should honor my money down towards a Liberty Safe or refund the money. If they do not honor their commitment, then do they honor their products?Initial Complaint
12/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have been trying to contact Liberty Safe on LibertySafe.com via live chat, which was not available twice for the last two weeks; the live chat gave me the option to email them, so I emailed them twice asking for advice to pick the right safe for my needs and a delivery question. Liberty Safe has never responded, and it does look like they don’t care about customers like what others have been complaining about here. I do not recommend Liberty Safe since they don’t respond to customers whenever they need help or have questions. Liberty Safe is a failure in customer service regardless of how good or bad its reputation may be.Initial Complaint
07/08/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Company gives the run around on a warranty to replacement product and never contacts me. I've been lock out of my safe over 2 months and they don't seem to care. I've talked with multiple mangers and all are worthless.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
17 total complaints in the last 3 years.
7 complaints closed in the last 12 months.